Customer Success Manager

🇮🇳In-Person - Bangalore, India3w ago

K-12 Customer Success Account Management K12 Education SaaS Operations Retention Strategy

Role Snapshot

Customer Success Manager role at Wayground focused on partnering with K-12 schools across the U.S., managing a high volume of accounts with varying ARR using data insights and sophisticated CS tools to enhance educational outcomes and achieve strategic goals.

Key Responsibilities: Own renewal processes and drive account retention through proactive management, build strategic stakeholder relationships, deliver value-driven conversations demonstrating ROI, identify and mitigate churn risks, uncover growth and upsell opportunities, and collaborate cross-functionally while tracking key metrics like product adoption and health scores.

Skills & Tools: Excellent written communication skills with impeccable grammar, proficiency with CRM platforms such as Salesforce, Gainsight, or Zendesk, and strong ability to identify customer priorities, demonstrate product value, and drive strategic conversations.

Qualifications: 2+ years of customer success experience with US market exposure, with ed-tech sector or consumer products experience preferred.

Location: In-Person - Bangalore, India

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Job Description

We are a global learning platform on a mission to motivate every learner by empowering every educator. From K–12 classrooms and universities to corporate training settings, our platform is trusted in over 150+ countries by 75 million monthly active users. In the U.S., 90% of schools use Wayground to engage students and transform learning through technology. Wayground is a high-growth, profitable SaaS company backed by leading investors including Tiger Global, GSV, and Nexus Venture Partners. This Customer Success Manager role focuses on partnering with K-12 schools across the U.S. It’s a high-scale position managing a large volume of accounts, each with a varying Annual Recurring Revenue (ARR). Our approach combines strong data insights and the use of sophisticated Customer Success tools to enhance the educational journey and achieve strategic goals. What you'll do::

Own the Renewal Process: Proactively manage and drive renewals for your accounts, ensuring a seamless and positive experience to maintain long-term partnerships

Strategic Stakeholder Engagement: Build and nurture relationships with key customer stakeholders to identify their priorities, address concerns, and highlight the value of our solutions

Deliver Value-Driven Conversations: Regularly demonstrate the ROI and impact of our products by aligning customer goals with our platform's capabilities to reinforce the value proposition

Mitigate Churn Risks: Identify at-risk accounts early through health checks and engagement signals, and implement tailored action plans to re-engage and retain them

Uncover Growth Opportunities: Partner with customers to identify ways to expand adoption, upsell additional offerings, and drive deeper product usage that aligns with their strategic objectives

Collaborate for Success: Work cross-functionally with Sales, Onboarding, and Support teams to ensure customers achieve success and meet milestones that lead to retention and growth

Track & Report Progress: Monitor key metrics (e.g., product adoption, usage, health scores) to track progress, report outcomes, and guide conversations that drive retention and expansion

Who you are: :

2+ years of customer success experience with US market exposure.

Experience in consumer products in the ed-tech sector is a bonus.

Excellent written communication skills and impeccable grammar.

Working with CRMs such as Salesforce, Gainsight, or Zendesk.

We're a small, passionate, tech-first team solving big challenges in education. We move fast, build with data, and obsess over creating delightful experiences for our global community of educators and learners.

The pandemic has changed work in many ways, especially by enabling remote work. Many companies have chosen to be remote first. At Wayground, we work best in the office brainstorming using whiteboards, having conversations over coffee/walks, or overhearing a hallway conversation. Learning happens through osmosis. We understand that driving/ubering takes work in Bangalore. We’ll take care of the commute for you.

Beyond taking care of commute, we will cover health care benefits for you, your family, and your parents. We invest in our employee’s health and wellness. Through books and courses, we invest in their learning and development. Oh, and finally, we have healthy lunches, dinners, and a stocked pantry to snack on all day.

Wayground is an equal opportunity employer and we believe diversity is key to our success.